• Journal of Korean Academy of Nursing Administration
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• v.6 no.2
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• pp.259-279
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• 2000

This study is a descriptive analytic research measuring nursing service quality, using SERVQUAL model, to make fundamental data and strategies for nursing service improvement. Data were collected by self-reported questionnaire from 202 patients and 142 nurses, from June 7 to 14, 1999. The reliability of instrument were adequate(Cronbach ${\alpha}=.94$). SAS program was utilized for statistical analysis of collected data. The results were as follows; 1. There was a gab between patient's expectation and perception on nursing service(Gap B). Gap D was indicated an affecting factor to decide nursing service quality. Gap C was indicated an indirect affecting factor of nursing service quality. Because it was not statistically significant in total item analysis, but in individual item analysis, 7 items were appeared statistically significant. Gap A was not a gap occurrence factor of nursing service quality. 2. Focuses of nursing service quality improvement strategies were; (1) to direct qualitative improvement of nursing service in order to correspondence patient's nursing service expectation. (2) to make nurse's service activity modified because nurse's practice were not reached patient's expectation level. (3) to need internal, external factor analysis affecting nurse's service activity. 3. Nursing service quality was decided by rather environmental inappropriateness provided nursing service than itself. Therefore, to make nursing service quality improvement, it is required to improve nursing service environment. For this, followings are required; (1) to strengthen nurse's education on lower part of nursing service satisfaction and QI activities. (2) to balance demand and supply of nursing personnel. 3) to fix computerized system for reducing other duties weight except nursing care through analysis of nursing activity. (4) to construct rational cooperating system among related departments. 4. The important parts for nursing service quality improvement were indicated as follows: (1) Gap B: 'prompt reaction', 'examination symptom before patient's complaint', 'hearted nursing service reducing patient's dissatisfaction', 'explanation goals of nursing activities', 'having special Knowledge enough', 'maintenance position comfortably', 'management of patient's physical hygiene'. (2) Gap C: 'maintenance physical safety', 'explanation about hospital rules and facilities'. (3) Gap D: 'tender, safe injection and wound care'. Because above items are mostly improved through nurse's attitude change and quality improvement, it is required to establish nursing standardization and to strengthen nurse's clinical education. As the based on above results, followings are suggested; 1. SERVQUAL model is very useful to make strategies for nursing service quality improvement because it indicates multiple factors affecting hap occurrence. 2. At individual items analysis of Gap C, statistically significant 7 items appeared higher nurse's perception level than patient's perception level on nursing service were trouble perception level on nursing service quality improvement. So. it need further research to analysis about these difference occurring factors. 3. At analysis of Gap D, it is indicated that in nursing service performance process, multiple factors lowing nursing service quality were intruded. So it needs further research to analysis what these factors are and how each factors affect on nursing performance process. 4. nursing service quality measurement is changeable according to sample select time or sampled subject's characteristics. So to develope strategy for nursing service quality improvement is based on the results of periodical analysis.

• Journal of the Korean Society of Costume
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• v.51 no.6
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• pp.117-128
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• 2001

The purposes of this study was to investigate discriminative factors of clothing buying intention on Internet shopping mall. The sample included 435 male(44.8%) and female(55.2% ) adults, and an instrument was developed based on previous studies. The statistical analysis used for this study were factor analysis, 1-test, and LISREL. The results of factor analysis showed that consumers evaluated apparel internet shopping attributes based on perceptional dimensions of internet shopping consisted of clothing quality and value. web service quality and value, and adoption of internet shopping. Each dimension has sub-factors as follows: (1) clothing quality was perceived as 'artistry' 'sociality' and 'practicality'. (2) web interface service quality was perceived as 'visuality', 'advantage', 'response', 'dependability' and 'buying-confidence'. (3) internet shopping adoption was perceived as 'usefulness' and 'convenience'. T-test revealed that consumer's buying intention, re-entry intention, and store attitude were differed concerning all sub-factors including 'usefulness' and 'convenience' in adoption of Internet shopping dimension. As a result of LISREL, clothing buying intention path model was set up as following path. (1) 'artistry', 'sociality' and 'practicality' of clothing quality affected clothing value perception positively. (2) 'visuality', 'advantage', 'response' and 'buying-confidence' of web service quality affected web service value perception positively. (3) clothing and web service value perception affected store attitude positively. (4) store attitude affected clothing buying intention positively. However, Adoption of Internet shopping dimension that was perceived as usefulness and convenience did not affect clothing buying intention path model. Therefore, consumers buying, intention model in internet circumstance could be used nearly the same as real market circumstance.

• Journal of Korean Academy of Nursing
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• v.30 no.5
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• pp.1121-1132
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• 2000

Service quality is, unlike goods quality, an abstract and elusive term. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. The main purpose of this study is 1) to explore the differences of perception between consumers and providers about nursing service quality. 2) to identify the useful tool between two tools measuring nursing service quality. To achieve these purposes of the study, the questionnaire was developed and distributed to 210 nurses who worked at seven subjected hospitals in Seoul. Also, 280 people who had a direct experience with the subjected hospital nursing services at the time of screening were involved. They were randomly selected at the seven subjected hospitals during August to September of 1998. Among them, 165 responses from nurses and 229 responses from others resulted in worthy finds. The measurement instrument for a nursing services quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). The reliability coefficient of the scale was calculated and showed high degree of internal consistency (Cronbachs' Alpha = .9353). For data analysis, SPSS/PC was used for descriptive statistics, t-test, ANOVA and regression analysis. The results were as follows : 1) In the perception about nursing services quality, there were gap between consumers and providers. Especially the critical attributes in point of perception nursing services quality, naming satisfy, hygiene and performance factors, are very different contents. 2) In the comparison analysis of the usefulness tools it was turned out that SEVPERF model is more appropriate than SERVQUAL model. And in the analysis to identify the construct validity of the tool, it is turned out that the relationship between the constructing factors of the tool and the general satisfaction is significant.

• Korea Journal of Hospital Management
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• v.15 no.4
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• pp.78-99
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• 2010

In this study, we examined the effects of healthcare staffs' perceived service quality(E-PSQ) on patients' perceived service quality(P-PSQ) leading to patients' satisfaction(P-CS) and the effects on guardians' perceived service quality(G-PSQ) also leading to guardians' satisfaction(G-CS). To investigate the causalities of the factors, we collected national wide samples of 144 hospitals, 721 healthcare staffs, 1456 patients, and 1455 guardians of the patients. Followed were contributions of this study. First, healthcare staffs and patients were commonly related by service quality, which meant the increase of healthcare staffs' perceived service quality led to increase of patients' perceived service quality. Second, healthcare staffs and guardians of patients were also related by perceived service quality. Third, patients' perceived service quality would lead to service satisfaction of patients, Fourth, guardians' perceived service quality would also lead to service satisfaction of guardians. The findings implied service managers of hospital settings should pay attention to healthcare staffs' perception of service quality as well as those of patients and guardians. With such strategy, hospitals could survive the drastically changing environments of current healthcare service area.

• The Journal of the Korea Contents Association
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• v.13 no.8
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• pp.371-385
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• 2013

Library and information service (LIS) of academic libraries plays an important role in the education and research activities of universities. Such importance of LIS facilitated much research that defines the quality factors constituting LIS and identifies the importance of them. The previous literature, however, has some limitations. The limitations arise from the interrelationship among the quality factors and the perception gap between users and providers on LIS quality factors. Despite the understanding of the interrelationship and the perception gap, LIS studies to deal with both dimesions synthetically are sparse. Therefore, this paper defines the interrelationship among LIS quality factors as a network model, then identifies the perception gap on LIS quality factors by exploiting the analytic network process. As an early stage study, this paper contributes to helping the quality improvement of acedemic LIS by considering the interrelationship among LIS quality factors and the perception gap on the LIS quality factors between LIS users and providers.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.6
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• pp.987-996
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• 2010

The purpose of this study was to measure customers' perception of the service quality of Korean restaurants and then compare differences in perceived service quality according to customer nationality. Self-administered questionnaires were completed by 2812 subjects, and data were analyzed by frequency, chi-square, t-test, one-way ANOVA, factor, reliability, cluster, and discriminant analysis. Results of the study were as follows. The factor analysis of perceived service quality produced four factors, employee service (5 variables), menu quality (4 variables), price & value (4 variables), and physical environment (4 variables). Cronbach's alpha values for reliability were over 0.8 for all factors. Further, a significant difference was observed in service quality, which was perceived according to customer nationality. A higher mean value of perceived service quality was held by foreigners when compared to Koreans. Especially, the mean value of perceived service quality was significantly low for all items for Japanese compared to foreigners. Cluster analysis divided subjects into two groups based on attitude toward service quality of Korean restaurants: an unfavorable group and favorable group. These two groups differed from each other in general characteristics as well. Limitations and future research directions are also discussed.

• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.236-242
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• 2000

Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer′s overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named ′Employee attitude′, ′Cleanliness′, ′Reputation′, ′Reliability′, ′Food′, ′Price′, ′Convenience′, ′Variety′, all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the " will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of ′Employee attitude′ and ′ Cleanliness′(p〈0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that ′Employee attitude′ seems to be related more closely to the group with higher loyalty(p〈0.05); that the ′Price′dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p〈0.05).

• Journal of Digital Convergence
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• v.20 no.5
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• pp.569-584
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• 2022

This study can be helpful in establishing and establishing company-wide marketing strategies from the supplier's point of view by analyzing the effects of rental service users' risk perception and service quality on customers' re-use intentions, and revealing differences according to demographic characteristics. It was intended to provide valid results. A total of 218 data were used as analysis data. Frequency, factor, mean, reliability and regression analysis, ANOVA, and t-test were performed through SPSS program (statistics). As a result of the study, first, as a result of analyzing the effect of risk perception on rental service quality, functional and psychological risks have a negative (-) effect on service quality. Second, in the relationship between service quality and re-use intention, the empathy factor has a high positive (+) effect, and as a result of analyzing the effect of risk perception on re-use intention, functional and psychological risk have the greatest influence, and financial Risk perception was also highly influential. In conclusion, the research results suggest that increasing the concentration of marketing strategies by reducing the negative (-) effect related to risk perception for short-term customers and housewives and enhancing the reliability and empathy for service quality can maximize the sales of suppliers.

• Journal of the Korean Society of Food Culture
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• v.24 no.1
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• pp.58-68
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• 2009

This study examines the impact of the perception that employees of contract foodservice management companies have of internal marketing on service quality. Questionnaires were delivered to 291 employees employed in foodservice management companies. High perception item of internal marketing was 'value of formula education program' (3.36 points), whereas 'adequate allowance disbursement' (2.62 points) and 'various vacation benefits' (2.66 points) scored low. High service quality items for customers were 'kindness to customers' (3.89 points) and 'willingness to help customers' (3.89 points), whereas 'comprehension of customers' special requests' (3.63 point) and ['meeting customer expectations'] (3.64 points) scored low. The internal marketing conceived by employees of contract foodservice management companies has a positive influence on service quality. The most influential internal marketing variable to affect service quality was 'communication' followed by 'education/environment' and 'fringe benefits/[decisive] delegation'.

• Journal of the Korean Operations Research and Management Science Society
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• v.36 no.2
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• pp.15-32
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• 2011

The research for exchange relationship in customer's perspective is meaningful especially in service, considering distinctive characteristics of service operations such as customer participation in the process whereas most of the recent related researches have been focused on employee's interaction with organization, leader, team and customer. In this study for beauty art service, the exchange party's characteristic is defined with beauty salon's reputation, staff's professionalism and customer's self-esteem. Also the exchange relation perception is classified into symbolism and interaction, Then the directional relations on customer's perspective are empirically investigated in the sequential order of the exchange party's characteristics, the exchange relation perception, the relationship quality and behavioral intention. In addition, the study examined the meditation effect via relationship quality between the exchange relation perception and the behavioral intention. Followings are confirmed from the statistical test with structural equation modelling：Symbolism is significantly caused by all of professionalism, reputation and self-esteem in the descending order of effect size whereas interaction is significantly influenced by only professionalism. The exchange relation perception has significant effect on the relationship quality, in turn which significantly affects behavioral intention. The exchange relation perception shows the significant indirect effect meditated by relationship quality and the insignificant direct effect on behavioral intention. This paper concludes with contribution of this study, managerial implication of the research findings and further research issues.